Who and how to contact regarding any query?

Send all inquiries related to the web store to info@solisplus.hr. Please check this list of questions and answers first, we may have already answered your question in advance. See the locations and contacts of physical stores here.

Do you have a physical store and where are they located?

We have a store in the Prečko Shopping Center, 1st floor, room 123

Can the products ordered in the online store be picked up in the physical store?

As a rule, no. All products ordered through the web store are sent exclusively by delivery services. If you want to pick up the product in the store, simply go to the store and make the purchase. If you wish, you can reserve the product beforehand.

How much is shipping?

Delivery is free for ordered products worth more than €65 for deliveries in the Republic of Croatia, while for the Republic of Slovenia, delivery is free for products worth more than €100. For values less than 65 €, the cost of delivery within Croatia, depending on the weight, is between 3.5 – 5.5 €, while the cost of delivery to Slovenia, depending on the weight, is 4 – 8.5 €.

What is the expected delivery time?

If the item is in the retailer’s warehouse in Croatia, it is delivered to the customer within 2-10 working days. The islands are subject to a special transport regime, and longer delivery times are possible.

Where is everything delivered by cash on delivery?

Payment to the delivery service when picking up the goods (cash on delivery) can be made by legal and natural persons throughout the entire Republic of Croatia, including the islands of Hvar, Krk, Cres, Lošinj, Rab, Murter, Korčula, Pelješac, Vir, Pag, Brač, Vis, Pašman and Ugljan. Cash on delivery is not possible on other islands, so we ask all customers from islands where cash on delivery is not possible to choose payment by card or bank transaction when ordering.

How long is the device warranty?

The warranty for private use lasts 24 months (2 years), and for commercial use 12 months (1 year). Any purchase to a legal entity, i.e. a purchase for which the customer requests an invoice for the company, will be considered commercial use.

We bought a product through the web store that does not suit us. Can we get it back?

You can, within 14 days of receiving the product. It is necessary to send a copy of the invoice and the undamaged and originally packaged product at your own expense to our address (SANITEH d.o.o., Slavenskogo 1, 10000 Zagreb – return) or bring it to our store in person. After we have reviewed the product, we will refund your money (to your bank account).

We bought a product through the web store that does not suit us. Can we replace it?

You can, within 14 days of receiving the product. Please contact us by phone or send us an email as soon as possible.

We received a damaged product or it was damaged without our intervention, we want to advertise it.

If you received a damaged product through the delivery service, contact us, and we will organize a return and exchange, or a refund in the event that the exchange is not possible. Be sure to include the order or invoice number and send us a clear photo of the damage.

If the product has been damaged after some time, or you have noticed a defect, you must send a copy of the invoice and the packaged product at your own expense to our address (SANITEH d.o.o., Slavensko 1, 10000 Zagreb – return) or bring it to our store in person. After we inspect the product and determine the damage or defect, we agree whether you want a new correct product, a similar replacement product or a refund.

We have placed the order, but we would like to change the product in the order.

Please contact us by phone or send us an email as soon as possible.

We have sent the order, but we would like to add or remove an individual product from the order.

Please contact us by phone or send us an email as soon as possible.

We have sent the order and received the order confirmation. In the meantime, we have changed our mind and would like to cancel (reverse) the order.

If you still haven’t received an email or SMS from the delivery service that your order is being picked up, please contact us by phone or send us an email as soon as possible. If you have already received a message that your order is being picked up and is on its way to you, and if you are still sure that you want to cancel the order, you have the right to refuse to pick up the package when the delivery service delivers the package. If you paid for your order by card or internet banking, please notify us by email so that we can issue a refund.

We ordered the products, but only part of the products arrived.

Very often, we send two or more packages to customers who order multiple items. It is also possible that if you ordered only two items, you will receive two packages. The delivery service sends a delivery report to your email address, so check your mailbox. If the goods do not arrive at the expected time, please contact us or call us.

I am paying by debit/credit card but there is a problem with authentication.

Commercial banks very often change the method of user authentication. You most likely need to upgrade your mobile banking app to get new functionality and to be able to confirm payments. See here for more detailed instructions.

We ordered the products but did not receive any order confirmation.

A possible reason is that you entered the wrong email address, which is why you didn’t even receive a return email about the order. Alternatively, if you have a @gmail address, check your spam folder.

We placed an order and paid with a debit/credit card, but we are not sure if the order went through, and we did not receive an order confirmation in return.

First of all, your card payment probably didn’t go through. There can be several reasons. Basically, repeat the order. You should receive information that the payment was successfully completed and then an email with order confirmation. Another possible reason is that you placed the order when the bank server was overloaded and the order was rejected. And in that case, repeat the order. The third possibility is that the card is either invalid or has insufficient funds.

We chose bank transfer payment, but we did not receive the goods.

In order to speed up the delivery process to customers who have chosen to pay by bank transfer (the most common payment is via internet banking), please be sure to send us a copy of the payment or payment confirmation to the return email of the order confirmation. If you have not received the goods, be sure to notify us by phone or send us an email.

I need specific advice on buying a product. Who to talk to?

Our sales staff is at your disposal during working hours from 09:00 to 20:00, so feel free to contact us.

Slavenskog 1
Shopping center Prečko, 1.floor, shop No. 107
10000 Zagreb
OIB: 41918403130
IBAN ZABA: HR7823600001102078531
IBAN PBZ: HR3423400091110717129
Tel: +385 1 3818 139
Fax: +385 1 3817 241
Mob: +385 95 3884122
Email: info@solisplus.hr